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Happy NCSW 2023!

Thank you to everyone who shared their NCSW activities and interactions with us throughout the week – your commitment to delivering outstanding customer service is truly inspiring, and it is organisations like yours that make a significant impact on customer experiences.

We thoroughly enjoyed seeing your efforts shared on social media and how you celebrated throughout the week in your organisations. Below are some of our highlights from LinkedIn and Twitter.

We are sorry if you have not been featured – we had too many to include all of them! You can follow the #NCSW2023 hashtag on Twitter and LinkedIn for more posts.

We hope you enjoyed the week and we look forward to seeing you in 2024!

NCSW 2023 wrap-up video

Listen to our CEO, Jo Causon, discuss some of this year’s National Customer Service Week highlights:

Key sessions this week: video recording
NCSW 2023 Monday

 | Monday:

We started National Customer Service Week 2023 by discussing the future of AI. David Dagger, Director of Comms and Corporate Affairs at the Institute, was in conversation with Simon Shaw, Director, Digital Care at Virgin Media O2 during our AI webinar. They discussed the impact on customer service and the challenges and ethics in the adoption of AI in a service context.

Watch webinar recording
NCSW 2023 Tuesday

 | Tuesday:

Tuesday was Service with Respect Day. We asked you to join us in supporting our vital campaign and highlighting the recent change in legislation which now protects all customer-facing workers from hostility and abuse. For a quick overview, watch our Service with Respect Day video featuring our CEO, Jo Causon.

Watch Service with Respect video
NCSW 2023 Wednesday

 | Wednesday:

On Wednesday, we discussed how to build recognition of service as a valued career and profession, with a significant voice and position in the boardroom. Our recent report, ‘Building the Service Nation: Changing Perceptions about the Profession of Customer Service’, identified what actions are necessary and by whom to build recognition of service as a defined career and recognised profession.

Rewatch our Breakthrough Research Launch Webinar recording for an overview of the recent research results.

Watch launch webinar recording
NCSW 2023 Thursday

 | Thursday:

On Thursday, we discussed the link between sustainable growth and long-term success.

Watch our member interview with Helen Luty, Head of Customer Experience at Landmark Information Group. Helen talked about the journey her team embarked on to gain the ServiceMark accreditation and the impact it has had so far.

Watch member interview
NCSW 2023 Friday

 | Friday:

Friday was all about celebrating those people that have succeeded through adversity and made a significant impact on your customers.

We held a NCSW-exclusive UK Customer Satisfaction Awards webinar, where we shared our top tips on writing winning award entries and heard from some of our previous winners and Chair of Judges, Mike Faulkner.

Watch Awards webinar recording
Our Service with Respect training

Following requests and suggestions from our members, our Academy has launched a series of training modules and workshops designed to help your organisation deal with challenging customer interactions and customer vulnerability with confidence.

Our Academy Workshops are available to Trusted Advisory Network (TAN) and Discovery Roadmap (DR) members only. If you would like to find out more about membership, please go to Organisational membership.
Service with Respect training
Customer Service Heroes Competition

To round off the week we held a Twitter competition asking you and your colleagues to vote for your organisation’s Customer Service Heroes.

In celebration of National Customer Service Week, we asked you to share your winners with an example of their achievements using the hashtag #cshero on Friday.

Selecting a winner out of the numerous entries received was not an easy task. We loved seeing all of your customer service heroes in action, and the winner is… Brandon Lee from FM Outsourcecongratulations and well done!

CS Hero Winner 2023
Key NCSW resources from some of our members:
  • Rachel Rooney, Customer Success Business Partner at Mears, gives an insight into what a typical week in her role is like – read the blog here.
  • Expereo’s CRO, Ben Elms, shared his thoughts on the importance of delivering a first-class customer experience and why it is vital that every member of the team buys into the process – find out more here.
  • Abri’s Head of Customer Contact, Tom Ramadan, discusses the importance of supporting their colleagues to better meet their customers changing needs – read more here.
  • Caroline King, Customer Operations Director at Ageas UK, shares her thoughts on how customer service has evolved and how we can build recognition of it as a valued career and profession – read the full article here.
  • Newbury Building Society’s Head of Customer Service, Melanie Mildenhall, gives an insight into their approach to service development and sustainable delivery – take a look at the article here.
  • Stephen Long, Claims and Operations Director at Covea Insurance, talks about customer service as a career choice and shares his personal experience here.
  • Vicki Heslop, Director Of Customer Experience at Covea Insurance, explains how becoming a Service with Respect campaign supporter has helped make a difference for the organisation here.
  • Ant Middle, CEO of Ageas, reflects on the importance of National Customer Service Week, discusses his role with the Institute and tells us why he is passionate about customer service – watch the video here.
NCSW 2023: Social Highlights
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